Jena Muniz
St. Cloud,FL
Summary
Professional with background in call center management, prepared to excel in team leadership roles. Known for effectively managing teams to achieve high performance and customer satisfaction. Emphasizes teamwork and results, ensuring reliability and adaptability. Demonstrates excellent communication and problem-solving skills, valued by employers.
Overview
23
23
years of professional experience
Work History
Customer Service/Call Center Team Lead
DeSantis Leather
01.2016 - Current
- Answer and oversee multiple calls, chats, and emails per day providing superior customer service to customers and clients.
- Process customer retail orders and returns via phone, email, and chat.
- Providing customers with product information via email, phone, and chat.
- Help resolve any issues customer service reps need assistance with.
- Train new staff and set goals for staff development.
- Work as a liaison between the customer and the productions team.
- Work with sales representatives to fulfill dealer orders.
- Invoicing and billing.
- Remote
Training Coordinator
Teq
01.2011 - 01.2015
- Schedule Professional Development sessions and SMART Board certifications with educators and principals.
- Provide customers with solutions, Knowledge, and information so they can effectively integrate the SMART Board into their classrooms and schools.
- Maintain a training calendar to ensure the Instructional Technology Specialists are going to the correct location and have the proper information for the appointment.
- Produce and update excel spreadsheets to keep track of number of PD hours and which schools need to schedule training sessions.
Staffing Specialist/Supervisor
Manpower Inc.
01.2009 - 01.2010
- Answer incoming calls and provide customers with desired information.
- Greet, schedule, and check-in associates and clients.
- Troubleshoot to resolve customer problems or complaints.
- Produce requested management reports including excel spreadsheets.
- Maintain client and employee records to ensure completeness and accuracy.
- Made sales calls weekly to produce new business.
Account Executive
Chem Rx Pharmacy
01.2005 - 01.2008
- Made appointments / scheduled client meeting as a means of producing additional revenue from existing client accounts.
- Responsible for performing ongoing account management functions, such as customer service, client escalation / problem resolution; Facilitator, client liaison for pharmacy and agency relations.
- Conducted off-site client training of all Chem Rx pharmacy policies and procedures, online reordering and Medicare Part D / Medicaid.
- Attended on-going conferences / meetings with drug manufacturers to learn about new medications, and drug changes for discussions with Prescribers and Nurses.
Manager
Haven House Bridges Inc.
01.2003 - 01.2005
- Promoted and performed educational training for staff regarding new housing programs.
- Conducted monthly supervisory staff meetings to ensure all tasks and responsibilities were completed in a timely fashion.
- Set client goals and objectives as required by documentation and procedures from the Department of Social Services.
Education
Bachelor of Arts -
SUNY Old Westbury College
Old Westbury, N.Y.Skills
- Proficient with a PC including, Microsoft Word, Excel, and Outlook, SAP, AS400, Teams, and profound multitasker
- Customer support
- Call management
- Team leadership
- Staff training
- Problem resolution
- Performance metrics
- Quality assurance
- Sales coordination
- Invoicing processes
- Client communication
Timeline
Customer Service/Call Center Team Lead
DeSantis Leather
01.2016 - Current
Training Coordinator
Teq
01.2011 - 01.2015
Staffing Specialist/Supervisor
Manpower Inc.
01.2009 - 01.2010
Account Executive
Chem Rx Pharmacy
01.2005 - 01.2008
Manager
Haven House Bridges Inc.
01.2003 - 01.2005
Bachelor of Arts -
SUNY Old Westbury College